Efficient, scalable customer engagement for steady state and response operations
Key takeaways
The mission to protect America’s health at the Centers for Disease Control and Prevention (CDC) demands a trusted technology partner who can match the Centers’ scale, agility, and complexity. Maximus leverages four decades of federal mission expertise, cutting-edge technology, operational excellence, and human-centered design as part of our Total Experience Management (TXM) capabilities—purpose-built around CDC’s priorities for readiness, resilience, and response.
For CDC-INFO, the nation’s leading contact center for science-based health information, Maximus combines best-in-class digital technology, omnichannel service delivery, and scalable surge staffing—enhancing the Centers’ information dissemination capabilities at both a steady state and during public health emergencies. For example, the successful expansion of CDC-INFO during the COVID-19 pandemic highlighted the strong partnership between Maximus and the CDC and demonstrated readiness for proactive response to future public health needs.
Scalable, technology-enabled services that meet demand and expand fast during emergencies
Situation
Through omni-channel, human-centered approaches across communication channels including phone, e-mail, mail, and chat, CDC-INFO provides information on more than 750 health topics, supporting the public with both live agents and intelligent virtual assistants.
Challenge
During public health emergencies, CDC-INFO needs to be ready to respond to increased inquiries. For example, COVID-19 set off a 130% increase in inquiries, peaking at 220K+ calls in March 2020 alongside a 90% increase in email volume. These types of events require rapid activation of a surge plan, including efficient onboarding of contact center agents and scaling of intelligent virtual response technology — with consistent CX and minimal disruption to established service levels.
Solution
As a trusted technology partner to the CDC, Maximus expanded CDC-INFO leveraging TXM capabilities, serving as a force multiplier to meet surge demands during the recent pandemic — providing a scalable foundation for contact center growth and priority needs for readiness, response, and resilience.
Artificial Intelligence enabled omnichannel technology & intelligent automation at scale
- 24x7 omnichannel contact center operations combine human agents with Maximus Intelligent Virtual Assistant (MIVA) and AI-enhanced analytics for superior CX and data-informed decision making.
- Helps ensure CDC readiness to scale health information dissemination quickly when new emergencies arise.
Secure infrastructure
- A FedRAMP-authorized, Zero Trust Architecture-aligned, cloud-based digital foundation ensures security and compliance.
- Increases CDC resilience by ensuring system availability and lessening the risk of cybersecurity disruption to contact center operations.
Proven crisis surge framework
- Tested protocols for scaling workforce and augmenting with AI-powered tools provided unmatched COVID-19 surge execution.
- Our standing Surge Readiness Plan, cross-functional Surge Response Team, and workforce management forecasting tools enable auto-scaling to 10x normal workload within minutes of an emergency declaration—enabling immediate activation for surge requirements without new technology build-out.
- Provides rapid readiness and enables the CDC to respond to public health events with operational excellence.
Omnichannel technology delivers exceptional CX at scale
How we did it
Maximus leveraged its strong CDC partnership, deep operational knowledge, and strategic technology alliances to deploy a framework of that aligns with the Centers’ Data Modernization Initiative—translating insights into action and providing agility to respond quickly to evolving public health communication needs.
Technology
Omnichannel CX operations on a secure, FedRamp-authorized cloud infrastructure with:
- Real-time data management and AI-powered analytics with human-in-the-loop validation to identify trends and improve customer satisfaction
- Digitally enabled system enhancements and knowledge management upgrades to improve consistency of health information
- Seamless integration of computer telephony, customer relationship management, content management systems, knowledge management, secure virtual desktops, and cloud-hosted program documentation
People
- Rapid staff onboarding of 500+ new full-time employees, enabling expansion of operations to 24x7 when needed
- Expert training, including work-from-home protocols and AI-powered queue monitoring
- Regular checkpoints, quality reviews, and training meetings
Processes
- Rapid staff onboarding of 500+ new full-time employees, enabling expansion of operations to 24x7 when needed
- Expert training, including work-from-home protocols and AI-powered queue monitoring
- Regular checkpoints, quality reviews, and training meetings
The Maximus framework has received Capability Maturity Model Integration (CMMI®) Maturity Level 5 (ML5) v2.0 (the latest version of the appraisal), demonstrating true process optimization and continuous improvement.
Results
- High overall customer service (85%-100%) and quality assurance (90%) scores
- 24-hour high-priority email and postal mail turnaround
- Scaled CDC-INFO to more than 600 full-time staff
- Measurably increased agent productivity
- Improved staff morale with new opportunities for skill adoption and promotion
- Provided consistent service and exceeded project goals during a major public health event
Recognized for excellence
Maximus and CDC-INFO received the 2021 Service to the Citizen Award for demonstrating excellence in service delivery that impacts lives and rebuilds trust in government. Maximus also received URAC accreditation in July 2025, validating communications quality, stakeholder responsiveness, and commitment to exceptional service delivery standards.